Kassandra Mann
18 Holyrood Park Road,Edinburgh
Summary
Professional, proficient, and progressive individual with a positive attitude and demeanor. I am a current postgraduate student at the University of Edinburgh who is always looking to become more educated, experienced, and involved in the customer service and hospitality fields, including hotels, tourism, and information management. I possess an excellent work ethic and have assumed roles that have placed a heavy importance on responsibility, reliability, teamwork, customer service and satisfaction.
Overview
8
8
years of professional experience
Work History
Front Desk Agent
Great Canadian Casino Resort Toronto Hotel
Toronto, ON
02.2024 - 08.2024
- Welcomed and assisted guests at check-in to Canada's largest casino resort hotel, providing information on various services within the hotel. Dealt with numerous international guests, casino patrons, and VIP guests.
- Provided extensive customer service and satisfaction to all guests, and handled complaints professionally and courteously. Kept records of guest interactions, comments, and complaints to improve service quality. Maintained complete confidentiality with hotel guests.
- Possess a thorough understanding and skills in OPERA Hotel Software. Updated computer system with guest information, contact details, payment methods, and any special requests.
- Assisted M.O.D. with nightly audits, including reviewing daily hotel reports, statistics, and room organization. Kept records of room availability, guest accounts, important files, ran reports, and delivered updates on occupancy and revenue.
- Verified identification documents of each guest before check-in. Drafted guest invoices and posted charges to individual accounts. Handled payment processing and provided customers with receipts, proper bills, and change.
- Ensured guests were informed of hotel policies (stay information, checkouts, pet policies, refunds, room transfers, room service), billing, security deposits, casino rules, and ongoing events with the Woodbine Entertainment Group.
- Ensured that all safety regulations were followed according to company standards.
- Developed vast knowledge of the local area to provide guests with information about dining options, arts, culture, and other entertainment. Arranged tours, taxis, shuttle services, and restaurant reservations for customers.
- Contacted housekeeping or maintenance staff to report room or building issues. Assigned rooms to guests based on availability and preferences. Ensured the main entrance and lobby were always kept clean and presentable.
- Answered phone calls promptly while maintaining a professional attitude. Reserved guest rooms over the phone, in person and via computer for travellers and provided confirmations.
- Verified identification documents of each guest before check-in. Drafted guest invoices and posted charges to individual accounts. Handled payment processing and provided customers with receipts and proper bills and change.
- Provided assistance with guests' luggage, packages, and luggage storage. Also provided additional assistance for guests with accessibility needs.
Note Taker
Citywide Notes Ltd.
Toronto, ON
08.2023 - 01.2024
- Attended multiple scheduled in-person courses at the University of Toronto - St. George campus providing computerized notetaking services for individuals with accommodation and accessibility needs. Compiled student notes into comprehensive documents for review.
- Attentively listened to lectures, tutorials, seminars, class discussions & media and accurately documented detailed and clear comprehensible notes. Provided written summaries of lectures in a timely manner.
- Edited and revised course notes daily to ensure accuracy, organization, and accessible high-quality note formatting.
- Ability to work on one's own initiative, independently, and meet deadlines in a timely manner.
- Communicated effectively and professionally with individuals at all levels within the University.
- Maintained the confidentiality of students' personal information, identity, and notes.
Museum Podcast Host/ Producer/Editor/ Researcher
Toronto Ward Museum
Toronto, ON
01.2021 - 01.2023
- Produced and developed the first official digital podcast exhibition for the Toronto Ward Museum that launched in May 2021.
- Focused and researched on museums of immigration and ethnic history/ strong research into Canadian immigration history and history of migration to Toronto for production.
- Conducted and recorded oral history interviews with historians and other museum professionals on topics including immigration, the idea of Canadian identity, museums, ethnic histories, current issues within museums of immigration history, and oral history narratives.
- Knowledge and experience of how to record and lead oral interviews/ script writing/ editing audio using software.
- Edited and devised the set-up for the podcast and worked closely with museum officials to produce and review the content and direction of topics.
- Recorded and edited interviews into podcasts and organized exhibition for the general public.
Administrative Assistant
One Heart Care
Mississauga, ON
06.2022 - 12.2022
- Arranged and booked appointments for urgent care patients for various cardiac assessments including consultations, testing, and follow-ups.
- Directly dealt with patient bookings from the Trillium Health Partners hospitals and remained in daily contact with the Emergency rooms staff.
- Experience with large quantities of data entry, data organization, cross-checking/authenticated patient and hospital information, Microsoft applications, creating letters to be sent to doctor offices, faxing/receiving documents through fax and email, kept up to date with patient bookings.
- Communicated daily with patients in-person and over the telephone, helping to book patients at the clinic and to provide patient care and overall patient satisfaction. Experience also dealing with elderly patients that required more patience and assistance to provide the patient with the best care and experience at the clinic.
- Skills for training junior admins and teaching them the process of dealing with patient information/bookings, how to use the medical devised software for the clinic, bookings processes, data retrieval, data entry, and policies of the clinic.
- Explained and maintained knowledge of cardiac test procedures and preparation to patients.
Administrative Assistant
Quality Machining & Metalworks Inc.
Mississauga, ON
09.2017 - 08.2021
- Answered phone calls and inquiries on orders, parts, shipping, etc. from clients globally.
- Maintained a clean and very organized work environment, including the organization and filing of documents, bills, work orders, emailed correspondence, and more.
- Welcomed clients and provided strong customer service and relations.
- Filed and categorized documents, work orders, shipping paperwork, etc.
- Typed professional letters and other documents.
- Dealt with payment details and paperwork.
- Ensured work orders were updated and regularly checked emails, calls, and mail for work order updates.
- Contacted sub-contractors and other businesses for work orders and parts.
- Worked in an environment that was fast-paced and relied heavily on professionalism.
Sport Chek
Sales Associate and Cashier
Mississauga, ON
10.2016 - 09.2020
- Greeted customers and provided customer service skills and satisfaction
- Answered customers' questions and phone calls, providing information on procedures, store policies, inventory, online orders, payment, etc.
- Completed work order forms, refunds, exchanges, and credits
- Handled various forms of payment including cash, credit, e-payments, coupons, vouchers, gift cards
- Maintained a clean and organized work station and orderly checkout area
- Received POS training and regularly completed certifications for new store policies (loss prevention, WHMIS training, and more
- Resolved customer complaints/ performed duties of a customer service representative
- Maintained knowledge of store inventory and product availability
- Worked together within a large team setting with store staff across all departments
Education
Honours Bachelor of Arts - History (April 2022)
York University
Toronto, ON, Canada04.2022
Ontario Secondary School Diploma (OSSD) -
Port Credit Secondary School
Mississauga, ON, Canada06.2016
Master of Science -
The University of Edinburgh
Edinburgh, ScotlandSkills
- Customer and service-oriented
- Reliable and punctual
- Quick learner
- Organization skills
- Attentive to detail
- Strong work ethic
- Excellent communication skills
- Research and analytical skills
- Scriptwriting
- Fact-checking
- Working collaboratively
- Multitasking
- Proficient in historical analysis/ research
- Research planning
- People skills
- Proficient in Microsoft Office applications and other applications (Excel, Word, Powerpoint, Outlook, Skype, Zoom, Adobe) POS and OPERA Hotel Software experience
- Podcast recording and editing skills
- Oral history-related skills (recording and transcription)
- Computer knowledge of MACOS (Apple) and WINDOWS (Microsoft) systems
Volunteering
- Trillium Cardiovascular Associates Annual Christmas Convention
Guest Reception - January 2023 and January 2024
- Royal Ontario Museum - Youth Cabinet
Youth Cabinet Member - January 2021 to August 2024
- Cloud Realty, Real Estate Brokerage
Assistant - November 2019 to April 2020
- Royal Ontario Museum - Volunteer
Biodiversity Gallery Volunteer/ Museum Guide- January 2020 to February 2020
Additional Information
- In Fall of 2020, I had worked with the Sikh Heritage Museum of Canada (SHMC) and President Pardeep Nagra to create a podcast interview on Sikh Canadian History and the SHMC / the podcast interview is available online/ extensive research on Sikh history and migration to Canada was conducted
- Working towards CPR/ First Aid training certification
Timeline
Front Desk Agent
Great Canadian Casino Resort Toronto Hotel
02.2024 - 08.2024
Note Taker
Citywide Notes Ltd.
08.2023 - 01.2024
Administrative Assistant
One Heart Care
06.2022 - 12.2022
Museum Podcast Host/ Producer/Editor/ Researcher
Toronto Ward Museum
01.2021 - 01.2023
Administrative Assistant
Quality Machining & Metalworks Inc.
09.2017 - 08.2021
Sport Chek
Sales Associate and Cashier
10.2016 - 09.2020
Honours Bachelor of Arts - History (April 2022)
York University
Ontario Secondary School Diploma (OSSD) -
Port Credit Secondary School
Master of Science -
The University of Edinburgh
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